Encl: (1) to COMDTINST 5224.7
GENERAL TOTAL QUALITY MANAGEMENT TERMS
(as used in this instruction)
Barriers
Obstacles or impediments standing in the way of a team or natural work
group. A team or natural work group usually can not remove these obstacles
without the assistance of someone higher in the organization. An
opportunity for improvement.
The initial analysis of data on a process to determine vital process
Baseline(ing)
characteristics (i.e., mean time, number of defects, etc.). This is required
before process improvements are made for comparative analysis at a future
time. The data may already be routinely collected, more likely, new data
must be collected.
Benchmark(ing)
A comparison of products, services, or processes from one organization with
another. Normally, a benchmark is the "best-in-class" that should be
emulated.
A full or part-time individual or small staff who provides facilitation services
Coordinator
for TQM management boards or committees. They assist in planning and
implementing process improvements. He/she can also serve as the board's
executive secretary (i.e., each unit that has a board would benefit from
having a coordinator).
Anyone for whom an organization provides goods or services. Anyone who
Customer
is affected by a process. An internal customer is someone inside the Coast
Guard. We all have internal customers; those people or organizations we our
work products to; the next step for which we are the supplier. An external
customer is someone outside the Coast Guard requiring a product or service.
External customers could be recreational boaters, fishermen,
environmentalists, members of Congress, etc.
Facilitators
A person who functions as the coach/consultant to a group, team or
organization; in quality improvement, the facilitator focuses on the process
while the team leader focuses on the content. May provide Just-In-Time
(JIT) training to members on TQM process and tools.
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